A 100 Percent Customer-Funded Service Model: WebCo

1. Carla Scott cascott@sandia.gov A 100 Percent Customer-Funded Service Model: WebCo Sandia is a multiprogram laboratory operated by Sandia Corporation, a Lockheed Martin Company,for the United States Department of Energy under contract DE-AC04-94AL85000.

2. Manzano Mountain Range WebCo Albuquerque California 

3. Sandia is ... • A US Department of Energy multi-program National Security Laboratory • Operated by Lockheed Martin under contract • Major sites in Albuquerque, New Mexico and Livermore, California • ~10,000 employees and contractors in NM and ~1,000 in California • World-class engineering based on great science!

4. What I am going to show you ... • How WebCo operates as a business • Where we fit in at Sandia • That WebCo is a good thing • How we team • Examples of our work: Intranet and Internet

5. WebCo • Started in 1995—one manager, one former secretary—amidst a wave of web frenzy • Initially, informational web pages and document conversions • In 2002, it’s nearly a $3M business operation—17 staff plus several off-site contractor companies • Team of web interface designers, web authors (HTML pros), programmers, web writer, online course developer, project leaders, and administrative staff • Develop and manage web database applications, online courses, corporate and group web sites, bulletin boards, online surveys, web multimedia, etc.

6. How we operate • A full cost-recovery internal business • Zero corporate funding • Must pay for itself—space, labor, equipment, training, supplies, software, administration, etc. • Must be in demand to exist—means offering services that the lab values enough to pay for • Must follow Cost Accounting Standards • Must be endorsed by the company • Must have organizational home base and follow corporate policy, procedures, and standards

7. How we operate (continued) • We must establish a charging rate yearly • Competitive with similar providers • Auditable and stable during the year • We must use the corporate accounting system • Oracle Financials is not “service center” friendly, but better than building our own • Timekeeping system remains the primary charging mechanism • Reporting system is a weekly and monthly cycle—helps us manage to full cost-recovery

8. How we operate (continued)The typical service process model • Requests for service come in by e-mail, voice-mail, hotline, or in person—no online request system yet • Service coordinator receives, processes, and delegates request to a service owner • Service owner owns customer relationship—creates proposal, gets funding commitment, builds team • Follow a prescribed development process • Software and Information Life Cycle—based on Capability Maturity Model—and normally used for high-risk projects OR • General project management for low-risk projects • Deploy a customer-accepted result

9. How we operate (continued) • Applications are developed in Cold Fusion, Perl/CGI, or Java • Database connections are to Oracle or SQL with some legacy Sybase • Web sites are developed in Dreamweaver—using HTML, CSS, and JavaScript—with Hot Dog Pro, Homesite, or BBEDIT as additional editors • Online courses were developed in Perl, a new course generator application is being developed in Cold Fusion (available in the Spring)

10. How we operate (continued) • Customer base • Even dollar split between the administrative side and the engineering/scientific side of Sandia • 50-70 projects in process at any given time across all major operating divisions • DOE/Albuquerque Operations • Our computing peers use us to supplement or complement their activity • Diversified—not overly reliant on one or two major customers

11. Where we fit • We live in a traditional corporate Computing organization • Most any other option is much less desirable • Why? • Web solutions rely on many computing infrastructure services • Our computing partnerships are crucial • Being plugged in to the computing grapevine is a competitive advantage

12. Chief Information Officer Information Strategic Planning Program & Financial Mgt. Personal Computing, Library, and Records Information Systems Development Computing & Network Services Science & Engineering Info Systems Cyber Security & Computer Services Recorded Information Management Database Administration Corp. Computing Facility Production Support Oracle Application Development Software Development & Data Integration Technical Library Services Technical Library Operations Computer Security Workflow Systems & Application Support Business Systems Support Infrastructure Computing Services CSU Operations & Development Cyber Infrastructure Dev. & Deployment Information Technology & Data Modeling C/S Business Systems Support CSU Common Support & Help Desk Computer Security Technology Information Systems Dev. & Integration Telecommunication Operations WebCo Adv. Networking Integration -- Partnerships crucial to success Scientific Computing

13. WebCo is a good thing • Lives to serve customers who have other choices • Provides qualified web pros versus wannabes, part-timers, students, or underutilized staff • Operates a competitive service not a monopoly • Minimizes unnecessary duplication of similar services across the enterprise • Handles classified, sensitive, and proprietary materials with ease—not true of most outsource and even some on-site contractors

14. How we team =External Partners

15. Examples Following is only a snapshot of our products. Our customers have hired us to manage all of these. We have many more…

16. Intranet Home Circa 1998

25. Our WWW site Circa 2000

26. Today

27. A profile of Sandia’s Intranet • Apache web servers on UNIX OS with HP and Sun hardware • Microsoft IIS web servers on Windows2000 with Dell and Compaq hardware • Primary browser: Internet Explorer 6.1, with IE 5.2 on Macs and Netscape 4.79 on UNIX • “3” platform desktops (UNIX - 4 flavors, Windows2000, and MacOS 9+)

28. A profile of Sandia’s Intranet • High-speed networks (T1-T3) • 16 major web servers (targeted by search engine) • 100,000+ web ‘documents’ (indexed in search engine database) • 100+ major database applications • Enterprise document management system • Extranet servers • Multiple geographic locations

29. Activity on Sandia’s main Intranet server July 2002

30. Activity on Sandia’s main WWW server July 2002

31. Thank you! • Email: cascott@sandia.gov